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| - I feel that the test of a good company happens not when things go right, but when things go wrong. That is where Moxie Girl Cleaners fail. Moxie Girl bailed on our scheduled job and left my wife, myself, and my 7 1/2 month old baby stranded to clean our rental condo last minute when we were supposed to be leaving to go to California half an hour before.
Apparently Karie, the supervisor, did not like my attitude after Moxie Girl was late to the job and I had called their office multiple times to get in touch with someone to find out what was going on. I was frantic because they were already late and only had a 4 hour window to clean the property before the next guest arrived at 2 PM. I had previously been instructed by Moxie Girl that it takes 4 hours to clean the property, so now we were already going to have to push the guest's arrival due to Moxie Girl's tardiness.
When they did finally call me at 10:25am, Karie the supervisor was extremely rude to me on the phone saying that the cleaner has been on the property since 9:45am but she couldn't find a place to park and the existing tenants were still on the property. Essentially Karie was mad that I was mad. Keep in mind they are already 25mins late at this point. I explained to her that my wife, and I, and the baby had been at the property the entire time waiting for the cleaner to arrive. So clearly this could not be the case. Additionally I had text my customer service representative, Heather, at 8:30am letting her know that we were on the property and expecting the cleaners to arrive. Because of this, the company was aware that we were present. She was not apologetic in any way and again was very rude. Karie then said that the cleaner, Meghan, would call me and that she is right around the corner.
Finally the cleaner Meghan, who is a substitute because Paula (the normal girl) was sick, called five minutes after that currently it was 10:29am. Meghan was now was upset with me because I was upset that she was late. She explained that she had arrived at 9:50am and the tenants were still there. She said that Moxie Girl will not enter the property when there are tenants on site and that she could not find a place to park.
I explained to her that we were the people who are still on the property and at the time there were plenty of places to park. Meghan was speaking in an extremely confrontational tone and was clearly mad at me for whatever information Karie the supervisor had passed on to her. Keep in mind that my original communication with the company was 8:30 AM via text. In my text, I had explained that we were on the property until 10am and there was a sense of urgency because we had a same day turnover and new guests were arriving at 2 PM.
Once Megan the cleaner had finally arrived at the property and stepped inside she realized the magnitude of the cleaning job that needed to be done by 2 PM. I explained to her that Heather, the customer service agent, said that normally they're going to send 2 cleaners for this job; one to do the laundry offsite, and one to do the cleaning on the property. At that point, Megan was extremely frustrated because she was the only one there and she only had 3 hours and 25 minutes to complete a 4 hour job. She said it was impossible for her to be able to get the job done in time. That is when I said" Now can you see why I was so frustrated?".
She then said that she was a replacement for Paula and that she was pulled off of another job to be there. She was not aware of any of the information that I had just given her. Then Meghans phone rang, she went outside and took a phone call. Apparently this phone call was from Karie the supervisor. She spent maybe 3 to 5 minutes on the phone, came back in, and said that she is been instructed to leave because she is uncomfortable in the situation. She said she doesn't know what's going on. She is just an employee. Then she left. I immediately called Karie. I said who I was and she answered with "yah". Extremely rudely. I said you had Meghan leave, and she "Yes, you are just not the type of customer that we like to work with. Sorry." I asked "so you are just leaving us here with 3 guests arriving in 3 hours and we're supposed to be on our way back to California with no cleaners?" She said "I don't know what to tell you." I hung up at this point.
Now my wife, and I, and my child are already 45 minutes late to leave to go back to California. Now Megan the cleaner had just left and we have guests arriving at 2 PM. At this point my wife and I were forced to delay our trip and split up to get to job done. My wife went to the laundry mat to do laundry and I started cleaned the property.
We got the job done. No help from Moxie Girl. Karie handled this horribly. If I was the owner, I would reevaluate her placement in the company.
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